NPS

Open Insights → Performance → Survey Analytics and apply the shared filters. ELUNIA calculates NPS only from numeric answers whose saved question snapshot type is NPS. It does not infer NPS from question wording, a current edited question, or a general Rating.

Groups and formula

NPS uses the fixed 0–10 scale:

• 9–10: Promoters
• 7–8: Passives
• 0–6: Detractors

NPS = percentage of Promoters − percentage of Detractors. Both percentages use all qualifying NPS answers as the denominator. The result is rounded to a whole number and can range from −100 to +100. Passives remain in the denominator even though they are not subtracted or added.

Answers with no numeric value and Responses outside the active record filters are excluded. The sample size shown as n is the number of qualifying NPS answers. Survey Analytics hides the score as “not enough responses” while n is below five; the underlying no-answer score is a dash. Portfolio requires at least five distinct Responses with NPS answers before showing a score.

NPS is not an average rating, satisfaction percentage, industry benchmark or proof of cause. Compare like-for-like scopes and read n before interpreting movement. ELUNIA provides no universal “good NPS” benchmark.

Next: CSAT, CES and ratings and Survey metric configuration.